Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Call Record Database Items 3-139
DISPOSITION
(contd)
A connected call is a non-ACD call to a measured
agent for which CMS receives an indication that
the call was connected.
An answered call is any split/skill or direct agent
ACD call for which CMS receives an indication
that the call was answered by an agent and was
not a phantom abandon.
An abandoned call is any ACD call in which a
caller hangs up before receiving an answer from
an agent and for which CMS receives notification
that the caller abandoned. Phantom abandons
(PHANTOMABNS) are included as abandoned
calls.
Interflowed calls are calls that are interflowed to an
off-switch destination.
Forced busy calls are calls that CMS records as
BUSYCALLS for the trunk group that carried
them. These calls can be VDN calls that received
a forced busy from the vector command or, on the
ECS and G3 switches, a split/skill call for a
nonvector-controlled split that received a busy
indication from the switch because the split queue
was full.
For Generic 2.2, Generic 3 Version 2 and newer
Generic 3 switches, and the
DEFINITY ECS,
forced disconnect calls are VDN calls that are
disconnected by the switch due to the execution of
a disconnect vector command. For the ECS, and
Generic 3 Version 2 and later Generic 3 switches,
forced disconnect calls also include calls
disconnected because of the vector disconnect
timer or because they reached the end of vector
processing without being queued. For Generic 3
Version 1 switches, forced disconnect calls are
calls that were given a forced disconnect
announcement and listening to the entire
announcement, then were disconnected by the
switch.
Other calls include any other calls that do not fall
into categories such as answered or abandoned.
See definitions for individual tables for
OTHERCALLS.
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